Archive: 28 Jun 2006, 12:00 am

  • Recognise the effort/reward trade off

    One of the biggest reasons for CRM failure in companies big and small is staff rejection.

    Continue Reading
  • Change is the only constant: expect it

    This lesson applies to any strategy where systems and technology play a part.

    Continue Reading
  • Customer-centric means everybody, everywhere

    Another classic pitfall of CRM is the lip service paid to "customer centric".

    Continue Reading
  • Relationships are a 2-way street

    Many early CRM implementations were justified on the basis of sales. The theory goes, the more you know about a customer, the more you can sell to them.

    Continue Reading
  • Solid potential, billions wasted

    CRM has had a troubled and controversial adolescence.

    Continue Reading